Incident Commander

1 week ago

Melbourne, Victoria, Australia Hashicorp Full time

**About the role...**

HashiCorp is looking for an Incident Commander for our Global Support Engineering Organization. This highly visible position will be an integral part of the Support Engineering management team and would initially report to the SVP of Global Support. You are a fit if you thrive in a fast-paced environment that values crucial communication, alignment with our company's core principles, collaboration, and results.

This is a senior role at HashiCorp requiring an individual who can take charge in escalated code-red situations and give direction to both customer personnel and to HashiCorp engineers to drive the resolution of critical incidents (catastrophic failures). We are looking for a natural leader and a confident decision-maker that has strong problem-solving skills in Cloud environments and is experienced in SRE best practices.

**In this role, you can expect to...**
- Lead the effort to bring impacted systems back online by coordinating investigation and resolution of technical issues, from hands-on investigations with product engineering teams to directing workarounds and failovers for complex environments.
- Work with HashiCorp SMEs (Support & Engineering) and with the customer Platform/Dev-Ops teams to build an incident action plan and a restoration plan if needed
- Provide direction and time management and keep the resolution effort on track and moving forward
- Draft and send regular communications to keep all stakeholders, both internal or external, aware of the latest status, progress made thus far, and action items
- Own the technical incident retrospective process by assembling the correct technical teams and working with HashiCorp Customer Success teams for permanent remediation and recommendations to the customer
- Work closely with Engineering to improve our products monitoring and observability capabilities and their debuggability to decrease the Time-To-Detection (TTD) and Time-To-Restoration (TTR)
- Work closely with our Customer Success team to drive changes in customer environments aiming at improving their robustness and scale, ideally following our products best practices
- Develop and continuously update our Incident Playbooks
- Ensure internal readiness at all times by leading training sessions, simulations, and drills
- Be part of the Incident Response Team on-call rotation and ensure flawless handover of critical issues to other regions
- Travel (

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